Ask the Experts - How do you train front-line parking professionals to handle difficult customers?

How do you train front-line parking
professionals to handle difficult customers?

Herbert W. Anderson, Jr.
Chairman, President & CEO
Impark

We train our people to be empathic and listen first. Most people
are interested in being heard. Once the customer has presented the
issue, it is our responsibility to then resolve it to the
customer's satisfaction.

Derek Kiley
President
WPS North America

This is really a practiced art and can be very difficult for
many staff members, especially under busy or stressful conditions.
Listen, observe and provide a sensible response to the inquiry.
Basically kill them with kindness - applying a rational, calm
response to an agitated person is generally the best medicine. Not
in a condescending way either, but with purpose and an expression
indicating that you do really care about their problem.

John Nolte, CAPP
Studies Specialist
Carl Walker, Inc.

The front line customer service position is one of the toughest
in the business. In my experience, the customer interaction
training for these situations has its roots in crisis intervention
techniques. That is the kind of training people receive to prepare
to intervene in domestic disputes or similar highly emotionally
charged situation. Learning to respond but not react is critical.
Acknowledging the customer and the situation while remaining calm
is essential. Listening and reflecting what has been heard are also
essential to the communication; then offering options for dealing
with the situation.

First and foremost, training has to be continuous in order to
change behavior and results. The training for front-line employees
in our industry should focus on the communication's
process/techniques. If we train them to understand how
"communications" works, we will train them to be successful under
any scenario that they face on a daily basis. I would encourage the
IPI training module for front-line employees.

Make sure the individuals you are training are the individuals
that can handle the situations. The training isn't about the
"customer is always right" but making sure the customer feels like
they are being heard. If they are in the wrong, don't scold them,
give them their dignity and let them have a chance to make the
right decision. Many customers want to vent even if they know they
were in the wrong, attentive listening skills are very important.
Another important aspect to successfully working with irate
customers is to empower the employees to work through the issues
with the customers, even if it means reducing or dismissing a
citation or giving them a day permit.